服务提供者交际活动与顾客忠诚:消费情绪的中介作用

为探讨消费情绪在服务提供者交际活动与顾客忠诚之间的中介作用.采用服务提供者交际活动量表、顾客忠诚量表和消费情绪量表对624名被试进行调查.结构方程模型分析表明,积极情绪能够部分中介服务提供者交际活动对个人忠诚的影响,并能够完全中介服务提供者交际活动对组织忠诚的影响;消极情绪在服务提供者交际活动与顾客忠诚之间的中介作用不显著;顾客对服务提供者的个人忠诚能够完全中介服务提供者交际活动对组织忠诚的影响.     

纪检干部腐败容忍度与其组织忠诚的关系

探讨在人格调节和工作倦怠中介作用下,纪检干部的腐败容忍度与其组织忠诚度的关系。采用腐败容忍度量表、组织忠诚量表、工作倦怠量表以及大五人格量表对193名纪检干部进行测查,研究结果表明：（1）纪检干部的腐败容忍度与其组织忠诚显著负相关;（2）腐败容忍度能显著负向预测个体组织忠诚度,容忍度越低,组织忠诚度越高;（3）工作倦怠在腐败容忍度和组织忠诚间起部分中介作用;（4）腐败容忍度与组织忠诚的关系受到纪检干部大五人格的调节作用,大五人格中情绪稳定性、外向性水平越高,腐败容忍度与组织忠诚的关系越弱。     

顾客攻击行为的概念、影响因素及应对策略

顾客攻击是由当时或之前接受组织服务的顾客实施的, 针对该组织员工所进行的一系列不可接受的敌意行为, 如恐吓、威胁、攻击, 并且这些敌意行为会对该组织员工的工作业绩产生消极影响。顾客攻击是工作场所攻击行为在服务业的集中体现; 本文从个体因素和情景因素两个角度分析了顾客攻击的风险因素, 从心理/情感反应、人身伤害、与工作相关的消极结果三个角度探讨了顾客攻击的消极影响; 相应的顾客攻击的应对策略包括个体应对策略和组织应对策略; 最后对当前顾客攻击行为研究的开展进行了有针对性的评价与展望。     

家庭寄养对孤儿社会成长作用的研究

本研究采用了《中国心理卫生评定量表手册》中儿童社会适应量表、信任他人量表和自我容纳量表,并根据亲社会行为的心理学定义编制了亲社会行为量表。分别对福利院儿童和家庭寄养儿童进行了访谈。旨在分析家庭寄养是否有利于孤儿的社会性发展’。结果表明：(1)两组儿童在四个量表上的得分差异达到极其显著的水平,显示家庭寄养儿童在社会性发展上优于福利院儿童。(2)男性儿童似乎更易受环境变化的影响。(3)年龄这一直被认为对儿童的社会性发展有较大影响的因素在这里变得非常复杂,儿童在进入寄养家庭时的年龄大小可能有相当大的作用,这有待进一步的研究。     

爱由心生

几年前,我受聘于一家大型连锁超市讲授顾客服务课程——建设忠诚的顾客队伍。     

青少年网络行为与社会性发展的关系研究

目的:探讨青少年网络行为与社会性发展的关系。方法:采用网络行为量表、主观幸福感量表和社交焦虑量表对692名青少年进行研究。结果:(1)青少年网络行为与主观幸福感和社交焦虑相关显著;(2)主观幸福感和社交焦虑在网络成瘾与非成瘾之间差异显著;(3)网络成瘾与非成瘾青少年主观幸福感和社交焦虑的影响因素不同;(4)影响网络成瘾与非成瘾青少年总体主观幸福感的变量不同。结论:网络行为对青少年的社会性发展有着一定程度的影响。     

从组织承诺到组织忠诚:华人组织忠诚的概念内涵与结构

回顾、分析西方组织忠诚研究——从组织承诺到组织公民行为的研究发展过程,显示西方组织忠诚概念深受西方文化思想的影响.尽管西方从组织承诺又发展出组织公民行为的研究,但研究长期切割了组织忠诚的态度和行为两个层面.忠诚在中国有悠久的历史文化传统,近期研究发现华人组织忠诚有着独特的文化内涵成分,然而当前研究仍存在不足.因此,进一步深化华人组织忠诚研究不仅必要,对于构建适应华人文化的组织行为理论也有着重要的价值.     

华人与西方的组织忠诚的现状研究

本文介绍了中、西方组织忠诚的理论框架、组织忠诚的内涵以及组织忠诚的对象。比较了中、西方对组织忠诚在定义、特征以及文化渊源上的不同,并在文化上进行了探讨。中国在集体主义文化之下,强调以国家、家族为中心,忠于君主和家长,中华民族对权威的很敏感、崇拜和依赖,忽略自身的需求,强调集体主义高于个人。而西方的组织忠诚首先是强调忠诚于组织本身,再拓展到忠诚与组织中的具体对象。西方人强调的是个人的追求,自我价值和目标的满足,个人目标高于一切。     

中学组织气氛测量及其与教师心理健康的相关分析

在借鉴国外有关学校组织气氛理论研究成果和我国教育实践调查的基础上,对中学组织气氛的结构因素进行了理论构想。通过探索性因素分析和验证性因素分析,发现学校组织气氛主要由管理气氛、教学气氛、学习气氛、人际气氛四个维度共23个因子构成的。在此基础上,编制了中学组织气氛量表。经考察,该量表具有较好的信度与效度。应用该量表探讨学校组织气氛与教师心理健康的关系。结果发现：学校管理气氛与教师心理疾病中的敌意因子,学习气氛与强迫、人际敏感、焦虑和敌意因子具有显著的正相关;教师心理疾病各因子与学校组织人际气氛具有负相关,但不显著;学习气氛与敌意和焦虑、管理气氛与敌意因子回归显著。     

美国关于儿童对父母离婚的适应的研究

关于父母离婚对儿童的影响的许多研究结果都认为,父母离婚可能导致儿童的适应不良,对儿童的学业、社会性及身心健康均有消极影响,这种影响具有长期效应,尤其对男孩的影响较大。为了帮助儿童较好的适应父母离婚,采取适当的干预措施,有必要探查影响儿童适应的有关因素。美国心理学家J.Guidubaldi 等人组织全国学校心理学学会的成员进行了一项全国性追踪研究,对此问题进行了探讨。他们根据人口比例选取341个离婚家庭的儿童和359个完整家庭的儿童,采取了多重因素和多重资料的研究方法,既有标准化测量,又有对离婚适应的特殊测量,包括结构性的会谈、自我报告量表、评价量表等。     

The Impact of Customer Service and Product Value on Customer Loyalty and Purchase Behavior

Based on research and theories on justice, it was predicted that customer service would be as important as, or even more important than perceived product value in determining customer loyalty and purchase behavior. This general hypothesis was tested by surveying 324 respondents who had just patronized several retail outlets. Results indicated that customer service was indeed more important than perceived product value in predicting customer loyalty, the amount of money spent in the visit, and the range of products purchased. In addition, customer service was a significant predictor of all 3 variables, whereas perceived product value was able to predict customer loyalty only. It was also found that for females and respondents with a higher income, customer loyalty was more influenced by customer service.     

The double-edged effects of emotional intelligence on the adaptive selling–salesperson-owned loyalty relationship

Emotional intelligence can positively impact sales outcomes. However, research is needed to enhance our understanding about how salesperson's emotional intelligence affects adaptive selling and customer outcomes. This study uses dyadic data from 150 customers matched with 25 salespeople to investigate relationships among emotional intelligence, adaptive selling (AS) and customer loyalty perceptions. Research findings show that regulation of emotions negatively affects salesperson-owned loyalty (SOL), while it positively moderates the AS-SOL relationship. These findings are critical as they challenge the pervasive conception of the positive impact of regulation of emotions in sales. Results also provide further evidence that SOL is important to the firm as it positively affects loyalty to the service provider and through mediating processes also impacts word of mouth.     

Modeling Customer Loyalty from an Integrative Perspective of Self-Determination Theory and Expectation–Confirmation Theory

Purpose  This research conceptualizes and tests an integrative model of customer loyalty by linking two important theories: expectation–confirmation theory and self-determination theory. Design/Methodology/Approach  The model is examined using data obtained from 207 part-time students who have encountered the service of a skincare and beauty salon in Taiwan. These students work as full-time professionals in a variety of industries during the daytime and are financially independent for their daily consumption. Findings  The empirical results of this study indicate that loyalty is positively influenced by both intrinsic regulation and identified regulation, while introjected regulation and external regulation are insignificantly related to loyalty. Affected positively by service expectation and service confirmation, satisfaction has positive influences on all four dimensions of self-determined motivation—namely, intrinsic regulation, identified regulation, introjected regulation, and external regulation. Implications  The findings of this study show that the proposed model helps to learn about loyalty formation and its mediating mechanism in service contexts. Intrinsic regulation and identified regulation may be applied as two potential checkpoints for management to learn the actual status of customer loyalty based on a constant service quality offered by the service provider. Originality/Value  This study is one of the earliest to integrate expectation–confirmation theory and self-determination theory to explore loyalty. Besides, this study transplants the traditional application of self-determination theory from educational service to commercial service in general so that efficient strategies can be made for boosting loyalty.     

Satisfaction,loyalty and word of mouth within the customer base of a utility provider: differences between stayers,switchers and referral switchers

Research on satisfaction, loyalty and word of mouth (WOM) behaviour has made considerable progress within recent years, but important aspects remain neglected. In this paper, it is argued that, within the customer base of service providers, certain groups can be identified which differ from each other with regards to these variables. Hypotheses are developed and tested in a sample of 765 clients of a large German energy provider. The results show that recently acquired customers (switchers) differ from long‐term customers (stayers), and that switchers acquired through customer referrals differ from switchers recruited through advertising or direct mail in their satisfaction, loyalty and WOM behaviour. The paper ends with some important implications for management and future research. Copyright © 2004 Henry Stewart Publications Ltd.     

Does service failure influence customer loyalty?

There is a general consensus that customer loyalty to service providers is not solely dependent upon their level of satisfaction or dissatisfaction. However, the identified antecedents of loyalty remain, at best, highly speculative. The aim of this extensive literature review is to give some understanding of the nature of customer loyalty and the antecedent effects of service dissatisfaction. The research reviewed suggests that customer loyalty is an attitudinal state, reflecting value, trust and commitment within supplier–customer relationships. Satisfaction is one of several antecedents of loyalty. A key influence on loyalty is the offer of unique value‐delivering advantages not provided by competitors. Thus firms need to develop positive value‐based exit barriers to achieve loyalty. When service failures occur, the recovery process is likely to have a greater impact on loyalty than the original service failure. The key to successful recoveries was found to be the customer's perception of ‘fairness’. Recovery programmes must get it right first time. Customers who remain dissatisfied after a complaint has been handled are more dissatisfied than if no recovery attempt had been made. Dissatisfaction and customer satiation are major causes of a customer's exit. The solution to customer satiation is dynamic value creation. Collection and monitoring of customer data is needed for success and two‐way communication is vital. Copyright © 2002 Henry Stewart Publications.     

The empirical link between relationship marketing tools and consumer retention in retail marketing

This article focuses on the key relationship marketing tools of customer service, loyalty/rewards programs, brand/store community, personalization and customization, and their relationship with customer retention. The relationship between customer service, loyalty/rewards programs, customization, personalization, brand/store community and customer retention were examined via an empirical investigation of 450 loyalty/reward program members of three retail stores in Malaysia. The administration of the survey was personally administered but self‐completed. Four of the five relationship marketing tools, namely, customer service, loyalty/rewards programs, brand/store community and personalization, had a significant positive relationship with customer retention. The findings provided valuable insights into the loyalty program management practices of retail stores in a developing country context. Copyright © 2013 John Wiley & Sons, Ltd.     

An experimental investigation of justice-based service recovery on customer satisfaction, loyalty, and word-of-mouth intentions

Service recovery is related to many important organizational outcomes such as customer satisfaction, loyalty, and profitability. Within the theoretical framework of organizational justice, an experiment using a simulated "live" service failure was used to assess the effects of justice-based service-recovery strategies on customer satisfaction, loyalty, positive word-of-mouth intentions, and negative word-of-mouth intentions. Analysis indicated that strategies including interactional justice, distributive justice, and a combination of these were equally effective in maintaining customer satisfaction, loyalty, and positive word of mouth, and minimizing negative word of mouth after a service failure. No support for the service recovery paradox, that is, increased satisfaction following service failure and recovery compared to never having a problem, was found. Satisfaction and loyalty for those in the failure conditions were equal to, although not higher than, in the no-failure control condition. Practical implications for organizational practices are discussed.     

Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate

This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. Contact employees (N=342) from 114 service units (58 hotel front desks and 56 restaurants) provided information about organizational resources, engagement, and service climate. Furthermore, customers (N=1,140) from these units provided information on employee performance and customer loyalty. Structural equation modeling analyses were consistent with a full mediation model in which organizational resources and work engagement predict service climate, which in turn predicts employee performance and then customer loyalty. Further analyses revealed a potential reciprocal effect between service climate and customer loyalty. Implications of the study are discussed, together with limitations and suggestions for future research.     

Personality and Trust Fosters Service Quality

Purpose

The purpose of this study was to determine the extent to which cognitive and affective trust mediate the service provider personality?Cservice quality relationship, controlling for customer personality.

Design/Methodology/Approach

Hypotheses were tested using a matched sample of 249 customer-service provider dyads.

Results

Service provider service orientation incrementally predicted customer cognitive trust in the service provider above and beyond customer agreeableness, which related significantly to affective and cognitive trust. Analyses further revealed that cognitive trust mediated the service provider service orientation?Cservice quality relationship.

Implications

Hiring service-oriented front-line employees may facilitate customer cognitive trust which in turn relates to service quality. In addition, training front-line employees to identify agreeable customers may facilitate the quick development of trusting relationships.

Originality/Value

This is the first study to simultaneously examine the impact of both the customer and the service provider personalities on customer trust and service quality in long-term relationships. Results demonstrated the role of cognitive trust as a mediator of the relationship between service orientation and service quality.     

The mediating role of engagement and burnout in the relationship between employees' emotion regulation strategies and customer outcomes

Service employees' emotional display plays an important role in service interactions, but little is known about the effects of employee's emotional regulation strategies on customer outcomes. This study examines a model in which emotion regulation is associated with customer satisfaction and loyalty intentions as mediated by employee burnout and engagement. Data collected from 135 employee–customer dyads following service interactions was analysed with structural equation modelling. The results show that engagement fully mediates the relationship of deep acting, and burnout partially mediates the relationship of surface acting, with customer satisfaction and loyalty intentions.